Deskside Technician II

Who we areStefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia.

Highly experienced IT professional with over 5 years in various industries, including retail, corporate luxury, and fashion. Possesses a strong focus on excellent communication, user empathy, and providing "white glove service" to all employees. Proven ability to administer and manage Active Directory, Office 365, and a wide range of SaaS applications. Skilled in SSO/MFA administration (Okta), MDM (Workspace One), and efficient ticket resolution (ServiceNow). Seeking a challenging role where extensive technical expertise and commitment to user satisfaction can be leveraged.

Executive Support: Provide immediate and proactive "white glove service" to C-level executives and their assistants, anticipating needs and ensuring seamless IT operations.

Technical Support: Offer Level 2 and 3 technical supports for a diverse user base across multiple locations, including remote and on-site assistance.

Device Management: Oversee device management for both Mac and PC laptops, iPhones, iPads, and monitors using Workspace One.

IT Ticketing & Workflow: Manage IT ticketing systems (ServiceNow) from resolution to process improvement, ensuring efficient tracking and automation.

Asset Management: Responsible for the full lifecycle of IT assets and inventory, including procurement, tracking, and maintenance.

Onboarding & Offboarding: Develop and execute comprehensive new hire walkthroughs, onboarding, and offboarding processes.

Documentation & Training: Create and update internal and external IT documentation, processes, and knowledge bases for team success and user empowerment.

Project Management: Participate in IT renovations, moves, buildouts, and implementation of new systems.

Mobile Device Management: Support company cell phone troubleshoots, including upgrades, and line transfers.

Collaboration Tools: Integrate and optimize collaboration tools (Zoom, SharePoint, Teams, Outlook Calendar).Administrative Access: The candidate is comfortable working without a permanent administrator account and understands that elevated access can be requested through LAPS when necessary. If additional support is required, must be willing to contact the appropriate team or escalate the ticket.

Travel Requirements: The candidate is willing to travel throughout the MWMA region. Candidate understands that the role may require approximately one flight per month, along with one weekly visit to a store.

Transportation: The candidate has a valid driver's license and access to a personal vehicle, allowing them to travel to various store locations as needed.

Travel Expense Reimbursement: All approved business travel expenses, including hotel accommodations, transportation, meals, and gas mileage or fuel costs, will be reimbursed by Stefanini in accordance with the company's travel and expense policies. Other duties as assigned

Skills & Expertise:Point of Sale ExperienceOperating Systems: Mac, Windows (Hybrid OS environments)Directory Services: Active Directory and Office 365SaaS Applications: Zoom, Teams, Adobe Creative Cloud and SharePointSSO/MFA: OktaMDM: Workspace OneTicketing Systems: ServiceNowMonitoring: SentinelOne, ZscalerNetworking: Data and WiFi networksHardware: Desktops, Laptops, Printers, iPhones, iPads. Point of Sale Experience

What do you need to succeed?Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardwareAble to uphold a positive attitude at all times, even under stressful conditionsExperience supporting remote facilities and usersExcellent verbal and written communication skillsHigh level of professionalism and strong personal interaction skillsAbility to perform in-depth research and troubleshooting for complex technical issuesAbility to prioritize and complete all work tasks with minimal supervisionAbility to walk, bend, stand for long hours, and lift equipment up to 50 poundsAbility and willingness to learn new technologiesHigh School Diploma (required)Deskside / Desktop / End User Computer experience, ideally in a corporate environmentProven ability to handle challenging, rapid-response user supportProven ability to balance, prioritize and organize multiple tasks

Desired CharacteristicsA+ CertificationMicrosoft Certified Professional (MCP)ITIL Foundations

What you'll getWork with brilliant minds, often within a global capacity;Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well. Why we're differentBrazilian and privately owned company;Agility, flexibility, and innovation are in our DNA;Flat organizational structure which enables faster communication and decision making;

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